Shipping Policy

AV CLEANS (“we” and “us”) is the operator of https://www.avcleans.co.uk/. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

General

Subject to stock availability. From time-to-time, we may not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

Shipping Costs & Times

Shipping costs are chosen during checkout based on chosen items in the order. Payment for shipping will be collected with the purchase.

Royal Mail Pick Up/Drop Off Service - This service should only be selected for orders including treatment plans and is priced at £9.99.

Stand Alone Accessories - Accessories can be ordered separately via Royal Mail Special Delivery (Next Day Delivery Before 1PM) or Royal Mail 1st Class Signed For (Next Day Delivery), priced at £9.99 and £4.99 respectively.

24H Turnaround - This service costs £20 + appropriate shipping costs and will see our treatment services completed within 24 hours. If customers opt for this service, they should select the option from the dropdown on the specific treatment plan page.

Combinatory Orders - When purchasing a treatment plan + accessories, customers should opt for the Royal Mail Pick Up/Drop Off service, priced at £9.99. Customers opting for our Store Drop Off service will receive their accessories in the returned package.

Returns Due to Change of Mind

We cannot accept returns or requests for refunds on the basis of the customer’s change of heart. We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.

We will not be liable for any damage to – or deterioration of/in – the item resulting from use or application of inappropriate products or inappropriate use/misuse of the Item following delivery of the order. If we are found to be at fault we will endeavour to repair and/or alter the Item to your satisfaction at our cost. In all circumstances, this will be the first course of action. Where the item has to be returned to us for this purpose, we will reimburse your costs of dispatch with evidence of a valid receipt/invoice.

If the fault is through misuse or customer liability any work to rectify the fault will be at your own cost.

Any claim settled will be on the condition that it is accepted by the customer as a full and final settlement.

AV Cleans keep photographic records of all work before and after the work has been carried out.

If you have any questions, or if you have technical problems in accessing information on our Site, please contact: enquiries@avcleans.co.uk

14 Day Money Back Guarantee

If for any reason you are not completely satisfied with our products or services, simply return them within 14 days for a full refund. Please contact enquiries@avcleans.co.uk to process all returns.

Delivery Terms

Treatment Plans

Timescales: Our estimated service turnaround time is no more than 5 working days, depending on which services have been requested. More complex jobs can take 2 weeks or more.

AV Cleans however, cannot be held responsible for delays to the service caused by unforeseen circumstances or additional requirements.

International Shipping

We currently only ship to the UK.

National holidays

We do not operate during national holidays, so please keep this in mind when placing an order, as it may affect the expected delivery date.

Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If you wish to change your shipping address, please contact us as soon as possible at enquiries@avcleans.co.uk

Items Out of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us at enquiries@avcleans.co.uk so that we can conduct an investigation.

Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the courier.

Parcels Damaged in Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact Royal Mail customer service with next steps.

Duties & Taxes

Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched.

Insurance

Parcels are insured for loss and damage up to the value as stated by our courier, Royal Mail. Please see our Terms of Service for more information.

Process For Parcel Damaged In-Transit

We will process a refund or replacement if appropriate following investigation by our courier.

Process For Parcel Lost in Transit